We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 365917 results
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Decision Reference DRN-5560673
14 May 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5560673 The complaint Mrs M complains that Zurich Assurance Ltd (Zurich) has requested the refund of an overpayment of pension benefits from her Personal Pension Plan (PPP) due to an error it made having provided conflicting information about the plan value. It also made other error... (4 pages)View decision -
Decision Reference DRN-4941205
14 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4941205 The complaint Miss B complains that Revolut Ltd won’t refund the money she lost when she fell victim to a scam. What happened In March 2024, Miss B received a call notifying her that she had been accused of financial/tax crimes. She was directed to check the number the call ... (7 pages)View decision -
Decision Reference DRN-5446276
14 May 2025 U K Insurance Limited Not upheldInsuranceDRN-5446276 The complaint Miss W complains about how U K Insurance Limited trading as Direct Line (Direct Line).dealt with a claim under her motor insurance policy, deeming liability to be a 50:50 split. Miss W maintains she wasn’t at fault and is also unhappy at the service from Direct... (4 pages)View decision -
Decision Reference DRN-5119419
14 May 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5119419 The complaint Mr H has complained about the quality of a car provided on finance by Stellantis Financial Services UK Limited. What happened Stellantis supplied Mr H with a new car on a hire purchase agreement in November 2020. The cash price of the car was around £24,000. T... (5 pages)View decision -
Decision Reference DRN-4909526
14 May 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4909526 The complaint Mr W complains that Barclays Bank UK PLC unfairly closed his bank account and took too long to complete a review of his account. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of so... (5 pages)View decision -
Decision Reference DRN-5416182
14 May 2025 AWP P&C S.A. Not upheldInsuranceDRN-5416182 The complaint Mr P complains AWP P&C S.A (“AWP”) unfairly declined his claim on his motor warranty policy due to wear and tear. All references to AWP include its agents. What happened In July 2024, Mr P took out an ‘all components’ motor warranty policy covering the cost... (2 pages)View decision -
Decision Reference DRN-5555840
14 May 2025 AWP P&C S.A. Not upheldInsuranceDRN-5555840 The complaint Mr R has complained that AWP P&C S.A. have declined his claim for vandalism to his bicycle. What happened Mr R held a bicycle insurance policy with AWP. Mr R made a claim under the policy because over the Christmas holidays while he was away, Mr R left hi... (2 pages)View decision -
Decision Reference DRN-5542754
14 May 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5542754 The complaint Mr B has complained about the handling of a claim by Zurich Insurance Company Ltd. What happened Mr B took out a bicycle insurance policy underwritten by Zurich on 7 July 2024. A fortnight later, whilst riding his bike Mr B had a crash and damaged it. He submit... (2 pages)View decision -
Decision Reference DRN-5537706
14 May 2025 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5537706 The complaint Mrs I complains that Scottish Widows Limited (Scottish Widows) have mis-administered her Personal Pension Plan (the plan) giving rise to personal tax liabilities she says should not have been incurred. She wants the tax liability paid and compensation for the i... (6 pages)View decision -
Decision Reference DRN-5207527
14 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5207527 The complaint Mr and Mrs B complain that Santander UK Plc (Santander) didn’t stop numerous transactions (each of around £1.00) from leaving their account. The amounts have been refunded but they are unhappy with how this has been handled by Santander. What happened The backg... (2 pages)View decision
